Lead the design of, advocates, coaches and protects the owned process.Accountable for the overall quality, the management of, and organizational compliance to, the process flows, procedures, data models, policies, and technologies associated with the Knowledge Management.Assure compliance to the policies and procedures put in place across the cultural and organizational silos of the IT organization.Establish the policy, process and procedures for Knowledge Management process supporting Organizational objectives.Promote and communicate the Knowledge Management policies, processes and proceduresOversee resolution of issues relating to the Knowledge Management Process and its interfaces with other ITIL disciplines and other business functionsEnsure that processes are fit-for-purpose, efficient, effective, align with business requirements and that the processes support service delivery according to End-user requirementsOversee continuous service improvements for the Knowledge Management ProcessManage governance of the Knowledge Management ProcessAdditional Responsibilities:SPOC for all the Knowledge Management analytical requirements.SPOC from Knowledge Management to evaluate tool requirements, UAT sign-offOn boarding new suppliers on to Knowledge Management

• Knowledge Centered Support (KCS) Practices v5.3 Certified• Certified Knowledge Centered Support (KCS) Trainer• Define, maintain and drive continuous improvements in way of working with Knowledge Management in Group IT in collaboration with Process Manager.• Decision-taking mandate of actions to maintain a good quality and accurate information in the Knowledge Management Database. • Continuous improvements in Knowledge Management process.• Life cycle Management of Knowledge Articles for IT products.• Reduce interactions and incidents by migrating knowledge closer to customer for incident closure.• Gain efficiency improvements in support organizations (increase FCR)• Improve end-user satisfaction via self-help• Accountable for Knowledge Base LCM• Drive KM process and supplier KM governance• Value based interaction with other processes• Identify and drive actions to improve utilization of Support organizations• Identify and drive actions to improve end-user change management

• Knowledge Centered Support (KCS) Practices v5.3 Certified• Certified Knowledge Centered Support (KCS) Trainer• Define Knowledge Management Process• Knowledge Management Process (Re) Design• Pro-active Trend Analysis• Benefits Realization• Relationship Building• Project Management• Project planning, Execution, and Management• Technical and Process Documentation• Critical Thinking

• Executive Management Communication & Reporting: Conducted incident escalations to executive management when needed, crafted concise incident alerts, drafted accurate / complete Post-Incident Review documentation, and maintained a high standard in data quality and timeliness. • Meeting Facilitation: Conducting Post-Incident Reviews aimed at root cause identification, workarounds, resolutions, and identification / tracking of corrective actions.• Monitor TTO, TTR, pending status, reassignment and case ageing for all priority top/high incident records.

• Process Consulting & Workflow tools: Requirements definition, process design, improvement, development, and implementation. Evaluation of operational and proposed processes against best practice.• Executive Management Communication & Reporting: Conducted incident escalations to executive management when needed, crafted concise incident alerts, drafted accurate / complete Post-Incident Review documentation, and maintained a high standard in data quality and timeliness.• Business Improvement: Continual Service Improvement processes and plans, trend and ‘Return on Investment’ analyses, business cases, and gap analyses.• Client Representation: Acting on behalf of clients in enterprise process development activities and ensuring through iterative and evaluative processes that their needs are being met.• Security & Compliance of the processes

• Support on Technical Issues• Handling Client Escalations• Process Improvement• Innovations

• Attended calls received at Service Desk with defined SLA• Addressed end user reported incidents with proper solution or assigned the incidents to concern team• Process Improvement• Innovations